First Available vs Sticky Escalations

First Available vs Sticky Escalations

The Escalation Engine supports several assignment methods, such as First Available, Round Robin, and Least Sticks. However, there are situations where you want recent tickets from the same customer to be handled by the same technician—helping them detect emerging patterns (e.g., multiple printer issues). This is where Sticky Escalations comes in. With Sticky Escalations enabled, if a technician recently handled a ticket for a customer, they’ll also be assigned new tickets for that customer within a defined timeframe, ensuring continuity without locking them into all future tickets from that customer.

Sticky Escalations

Sticky Escalations work like this:

  • You enable the Sticky Escalation policy on a per-Escalation Rule basis
  • You define how far back we will look. By default, we will look back 60 minutes.
  • If a ticket is sent to the Escalation Engine where this policy is enabled, it will try to find the last resource at the desired tier that was assigned a ticket for the same company. If found, it will assign a new ticket to that same resource.
  • If a user is not found that matches the criteria, the Escalation Engine will default back to a First Available escalation policy.

Configuring Sticky Escalations

  1. Log into the Admin Portal
  2. Click on an Escalation Rule where you want the policy applied
  3. Set Sticky Escalations to Enabled
  4. Click Save

You can do this on none, some, or all of your Escalation Rules. (Note, by default Sticky Escalations are disabled.)

When configuring Sticky Escalations, keep in mind that the setting is specific to that Escalation Rule.

Customizing Sticky Escalations

You can adjust the following fields to tailor Sticky Escalations to your needs:

  • Enabled: Controls whether the feature is active. It’s turned off by default.
  • Lookback Minutes: Determines how far back Rocketship checks if a specific Resource was previously dispatched to the same customer.
  • Max Per Resource: Sets the maximum number of tickets a single Resource can receive through Sticky Escalations. This ensures workload balance. Note: The actual total is 1 + Max Per Resource (1 original ticket + the configured Sticky Escalations). For example, if set to 4, a Resource could handle 1 original ticket + 4 Sticky Escalations.
  • Excluded Companies: Allows you to exclude certain companies by using a CRM Search. For instance, to prevent your IT company from receiving escalations, select the ‘Self’ CRM Search.

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